"Every detail, every piece of marketing copy, image, icon, drop shadow, layout placement, or button contributes to the user’s associations and judgements about the company they are dealing with.” Shawn Borsky

“Customer experience needs to be a competence, not a function. The end game is to have a customer-centric culture and a set of customer-centric processes, at which point customer-centricity becomes self-sustaining.” Harley Manning